Enterprise Operation Support Specialist (EMEA)

Working at Atlassian
Atlassians can choose where they work - whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.
At Atlassian, we are on a mission to help our customers compete and win in the modern, digital economy. We have built a multi-billion-dollar, fast-growing software business with over 300,000 paying customers, hundreds of sales and implementation partners, and millions of users around the globe. Our culture is open, welcoming, collaborative, and passionately focused on our customers' success.
This is a remote position. To help our teams work together effectively, this role requires you to be located in the Philippines. As an Enterprise Operation Support Specialist, you will report to the regional EDO Manager, Enterprise Operations Support (EMEA). You will support the post-sales lifecycle for our most strategic accounts and complex transactions. Your responsibilities range from fulfilling transactional billing, invoicing, licensing, and SOX compliance functions and beyond!

• Provisioning cloud licenses following the sale of Atlassian's newly integrated products and hybrid product bundles.
• Assisting the Accounts Receivable, Revenue Recognition, and Credit & Collections teams by answering questions about specific contracts and quotes.
• Ensuring that contract and quote data is maintained in CRM systems throughout the lifecycle of sales opportunities.
• Supporting the fulfilment of Atlassian's monthly SOX compliance and reconciliation processes.
• Manually creating and sending order confirmations to Atlassian's customers and channel partners after contracts are executed.
• Collaborating with Atlassian's Cloud technical support teams, engineers, and Analytics organizations to troubleshoot or update account-specific data.
• Supporting Cloud customers with general billing, invoicing, and licensing questions.
• Supporting Atlassian sales teams, customers, Partners, engineers, and other technical support groups with provisioning Cloud product trials.
• Assisting internal Atlassian teams by locating and sending them copies of contracts, quotes, and invoices.
• Assisting with account reconciliation processes at the end of every month.
• Creating manual sales orders and updating contract and quote data in NetSuite or other order management software.
• Partnering with Deal Desk team members, including EDMs, Sr. Managers, Managers and Team Leaders to assign support request tickets to their regional teams.

• BS/BA in Business, Finance/Accounting, Economics, or a related discipline.
• Minimum 3+ years of experience in any of the following: Knowledge Management, Deal Desk, Order Management, Sales Contract Support, Deal Management, Sales Quoting Support, or Revenue Operations.
• Must be highly proficient in Excel, including manually creating ad hoc formulas to calculate contract pricing.
• Strong ownership for resolving sales cycle issues related to quoting, document control, document assembly, signatures, and provisioning.
• Must have a working knowledge of Confluence and sales service desk tools.
• Strong customer service background, the ability to work under tight deadlines, and experience balancing many support requests simultaneously.
• Must be willing to join video chats daily to support stakeholders, peers, management, customers, and partners.
• Outstanding verbal and written communication skills.

Additional Qualifications

• Must have a working knowledge of Salesforce.
• Bonus points for knowing about Oracle Fusion.
• Must be familiar with order management practices and processes.

Our perks & benefits
Atlassian offers a variety of perks and benefits to support you, your family and to help you engage with your local community. Our offerings include health coverage, paid volunteer days, wellness resources, and so much more. Visit go.atlassian.com/perksandbenefits to learn more.
About Atlassian
At Atlassian, we're motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together.
We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines.
To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them.
To learn more about our culture and hiring process, visit go.atlassian.com/crh .